Which specific items meet the criteria for return?
Custom order items are final and cannot be returned or exchanged.
For Carat Sage jewellery (ready-stock items), you can exchange them for store credit within 7 days of receiving your piece, not applicable on promotional jewellery and last chance goods. Store credit can be utilized for future purchases, or if you prefer, you can choose to exchange your item for any product of equal value from our store. We strictly do not offer cash or credit card refunds.
Contact Us
Please kindly contact us before initiating any returns, as we do not accept returns without prior communication. Contact us via email to inform us about your intended return.
* Please be aware that personalized and customized products cannot be returned, exchanged, or refunded.
Two Ways of Return & Exchange
At Carat Sage Showroom
After contacting us, make an appointment to drop off your item at our showroom.
When initiating a return, please ensure that the items are in impeccable condition, free from scratches, blemishes, sizing or alterations, and exhibit no indications of wear or tear. Remember to include the original invoice when returning the items.
Please be aware that we do not offer cash or credit card refunds, but offer store credit, or exchanges, replacement/repair of the item, all subject to inspection.
Should you opt for an exchange with an item of higher value, any remaining balance will be required to be settled. In the event of incorrect sizing, we offer complimentary resizing within a range of 2 sizes up or down for our rings (e.g., from size 8 to 10). Please be aware that additional charges will be applicable for resizing beyond this 2-size range.
Postage (Shipping fees are to be borne by the customer)
After contacting us, we can arrange for a reverse pick up by our courier provider at your convenient availability.
Place your item(s) back into the original packaging materials. In order to process your return, it is necessary to include both the original packaging and the invoice. Please remember to return any promotional item or free gift that was included with your order. Failure to return these items will result in being charged the full retail price of the item.
Important: to ensure security, avoid labelling the box with terms like Carat Sage or indicating its contents such as jewellery, diamonds, gold, or related items.
Kindly allow up to 14 business days for the processing of your return once we have received the package.
You will be given the flexibility to opt for item replacement/repair or receive a store credit once we have received and inspected the item.
Please be aware that we do not provide cash or credit card refunds. Instead, refunds will be issued as store credit, which you can utilize for future purchases.
To streamline the exchange process, an email containing a voucher code will be promptly dispatched to you. Voucher codes cannot be re-issued and are non-refundable. If you used a voucher code for your purchase, only the amount you paid after applying the voucher will be considered for your return or exchange.